IT Service Desk Manager

IT Service Desk Manager

Job Description

COSTAR GROUP - IT SERVICE DESK MANAGER - IT SYSTEMS - LONDON

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.

For over 35 years, we have lived and breathed the world of real estate information and online marketplaces, giving us the perspective to create truly unique and valuable offerings to our customers. We continually refine, transform, and perfect our approach, driving innovation for our customers, employees, and investors. By equipping the brightest minds with the best resources, we provide an invaluable edge in real estate.

We are looking for an experienced IT Support Technical Team Lead to join our team. In this role, you will manage the productivity of CoStar Group employees by being the main escalation point for information and problem resolution. You will maintain staffing levels, training and certification, problem‑management processes, and customer satisfaction via SLAs and employee management. You should be a self‑starter, problem‑solver, and excellent communicator, juggling multiple urgent projects.

This position is located in London, UK and requires a schedule of five days in the office.

• Provide guidance, assistance, coordination, and follow‑up on IT issues raised by end‑users, coaching technicians to resolve tickets within agreed SLAs.
• Conduct daily stand‑ups with tech team leads to discuss priorities for the teams.
• Lead process and procedure improvements, aiming for global operational excellence.
• Report to senior management on potential problems and identify problem trends.
• Curate IT documentation, set and maintain high standards, and coach engineers to use the knowledge base.
• Support the growth of the Service Desk by hiring and developing strong technicians.
• Assist with onboarding and training new hires in best practices.
• Lead ongoing development of existing employees.
• Review and audit tickets and calls on a regular schedule.
• Prepare monthly reports:
  • Tickets opened/closed, count by tech, by the team, and trend analysis.
  • Call metrics: number of calls, calls by tech, call length, hold times, calls dropped, and trends.
• Liaise with other IT groups (systems, security, network, telecom, etc.) as needed.
• Perform any other duties or special projects as assigned.

• Degree or equivalent experience.
• Extensive experience as Manager of IT Service Desk Engineers.
• Deep experience in corporate IT or Service Desk roles, ideally working through all technical response levels.
• Hands‑on support experience with Windows 10/11 workstations, macOS, Active Directory, Microsoft Office, and Windows Servers.
• Experience supporting phone systems (AVAYA) and data networks.
• Experience with remote management (including APAC resources).
• O365 administration experience.
• Experience supporting mobile devices such as iPads and iPhones.
• Additional languages desirable (French, German, Spanish or Italian).

Working at CoStar Group means enjoying a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. In addition to an outstanding working environment in excellent offices, other perks include full private medical cover, dental cover, life assurance and member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay, and much more.

At CoStar, we recognise the positive value of diversity and promote equality. We aim to recruit the person most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions and beliefs. We particularly encourage applications from women, disabled and Black, Asian and Minority Ethnic (BAME) candidates, as these groups are under‑represented throughout…